AccountId: 011433970860
ContactId: d9552187-df2e-4c92-9098-d7b1149d34cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139929 ms
Total Talk Time (AGENT): 48063 ms
Total Talk Time (CUSTOMER): 56201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d9552187-df2e-4c92-9098-d7b1149d34cc_20250618T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling with Badger Mountain Dental, and I, um, need to check eligibility on a patient of ours.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] 02555701
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is gonna be for [PII] or [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, looks like this policy policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, are you able to fax us a copy of their eligibility and benefits?
[AGENT][POSITIVE] Yes, absolutely. What's your um fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, perfect. Yes, I'll get that faxed over. Just, uh, it doesn't have history on it, but I don't have any history on file for him at all.
[CUSTOMER][NEUTRAL] OK, um, and then, uh, do you show are we in out of network with you guys?
[AGENT][NEUTRAL] Um, so Carrington is the network, um, we don't have access to who's in network, um, so you could look it up on their site or, uh, it's on our site too. There's a provider search.
[CUSTOMER][NEUTRAL] OK, um, do you know what fee schedule you guys would go off of then by any chance?
[AGENT][NEUTRAL] Um, if you're not in network with Carrington, it's just based on what's usual and customary.
[CUSTOMER][POSITIVE] OK, so it'd be Carrington's if not UCRs. OK, alright, well thank you so much for your help.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that was all. You have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.